Abstract

Terminal services is the key process of the telecom operators providing service forbroadband customers, In the current fierce market competition environment, theoperator ’s original broadband terminal service management system is unable to meetcustomer and market demand, rapid increase of broadband terminal service level is themost urgent task of operators.This paper takes AA company broadband terminal service management system asthe research object, analyses its development process the characteristics of each stage,and analyses its management system of organizational structure, working process, teammanagement and support systems.Base on the service5GAP model theory,the paperfind out the existing service gaps and problems. To improve the service managementlevel for the purpose, the paper research aspects of service management,including theterminal service management organizational structure, responsibilities, staffingstandards, terminal services team management, work order process and support system,data analysis and application of emergency procedure.On the basis of this, Combinedwith the actual situation of AA company,the paper puts forward a set of series of liftingscheme which as the core of “centralized reservation, scrolling assignment” workingprocessing.Lifting scheme undertakes pilot in an AA company branch.The paper introduce thebackground of carrying out and the implementation process,and evaluates theimplementation effect. Finally, the pilot job undertakes analysis and summary,the stepssuggest and risk alert is given to the business who reference and implement the liftingscheme.